IT Support Services Lead

About the role

Naughty Dog is seeking an experienced IT Support Services Lead to oversee end-user support services and support operations across the studio. This role leads the support team, drives service excellence, and partners with studio leadership to deliver reliable, high-quality technology services that support both local and remote users.

Responsibilities

• Lead, mentor, and manage the performance of the IT Support team, including contract support personnel, ensuring consistent service quality and operational excellence.
• Ensure timely, effective, and customer-focused support for local and remote users.
• Partner with IT and Studio Leadership to define and execute roadmaps for support services, end-user technologies, and future initiatives.
• Develop and improve service management practices, including KPIs, SLAs, workflows, automation, dashboards, reporting, and process optimization.
• Manage and improve enterprise applications and collaboration platforms, including Microsoft 365, Slack, Zoom, Teams, Jira, and related services.
• Oversee endpoint lifecycle management, including deployment, maintenance, patching, and hardware refresh programs.
• Partner with Engineering, Art, Production, and QA teams to improve support services, developer experience, and technology workflows.
• Evaluate and recommend improvements to endpoint technologies, user productivity tools, and support processes.
• Support the deployment and maintenance of desktop and development hardware as needed.
• Collaborate with stakeholders across the studio to troubleshoot issues, identify root causes, and improve development and support workflows.
• Partner with PlayStation Studios and other SIE teams to support shared initiatives and ongoing collaboration.
• Provide advanced technical escalation support and maintain technical documentation, procedures, and support standards.
• Afford to assist with budgeting, cost analysis, vendor evaluations, and technology planning.

Requirements

• 10+ years of IT experience, including 3+ years in a Support Lead, Manager, or similar leadership role.
• Experience supporting distributed Windows and Linux environments within a production, development, or studio setting.
• Experience leading teams, managing contractor resources, setting performance goals, conducting reviews, and mentoring technical staff.
• Strong written and verbal communication, customer service, organizational, and documentation skills.
• Experience administering and optimizing service management platforms such as Jira Service Management or ServiceNow, including workflow design, automation, dashboard creation, reporting, and process improvement.
• Experience administering Atlassian products, including Jira Service Management and Confluence.
• Experience developing, managing, and reporting on KPIs and SLAs.
• Experience managing endpoint technologies and desktop lifecycle programs, including support for development workstations, operating systems, performance troubleshooting, and user productivity tools in Windows and Linux environments.
• Strong understanding of endpoint imaging, software deployment, patch management, and desktop administration.
• Familiarity with virtualization technologies and virtual desktop environments.
• Familiarity with automation and endpoint management technologies.
• Experience with vulnerability management and endpoint security solutions such as Qualys, Tanium, or CrowdStrike.
• Experience with identity and access management platforms such as Okta or similar solutions.
• Ability to collaborate effectively with stakeholders at all levels to improve workflows, processes, and user experience.
• Ability to effectively communicate technical concepts to both end users and leadership.
• Ability to participate in on-call support rotations and respond to after-hours studio emergencies as needed.

Qualifications

• Bachelor's degree in Computer Science or a related field, or equivalent combination of education and experience.
• Passion for games and game development.